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Collections Advisor – Premium Motor Finance Roles
About the Role
Our global client, a world-class premium manufacturer of cars, motorcycles, and provider of premium services, is seeking a Collections Advisor to join their dynamic team. You’ll play a pivotal role in optimising customer support, adhering to FCA regulations, including Tailored Support Guidance, Fair Treatment of Vulnerable Customers, and other regulatory frameworks.
Your responsibilities will include:
- Managing customer contact with a focus on offering forbearance options while balancing outcomes with brand values.
- Providing business and product knowledge to guide customers toward the best financial solutions.
- Gathering and documenting customer responses with sensitivity and accuracy.
- Monitoring vulnerable customers to address financial challenges and reduce negative impacts.
- Completing Income and Expenditure tools to assess affordability and suggest appropriate repayment plans.
- Ensuring compliance with FCA guidelines across secured and unsecured agreements, including validating and implementing affordable, realistic repayment terms.
- Managing contractual breaches and risks, including vechicle retention risks, through negotiation with customers and third parties.
- Collaborating with Financial Crime and Risk to escalate high-risk cases promptly.
- Maintaining adherence to Service Level Agreements (SLAs)—respond to customer correspondence (emails and mails) within 48 hours.
- Liaising with internal/external departments to investigate and resolve contractual issues.
- Proactively reviewing accounts to anticipate and resolve future problems.
- Identifying irregularities and flagging high-risk cases for further analysis by Underwriting & Credit Risk teams.
- Processing HPI reports and following up with customers regarding vehicle ownership status.
- Reviewing cases for default notice eligibility, considering all relevant factors:
- Payment plan outcomes
- ASKMid checks
- Keeper Enquiry results
- CRA review findings
- Documentation supporting potential breaches
- Providing specialist support to the families of deceased customer cases in line with FCA guidelines.
- Ensuring Consumer Duty responsibilities are embedded in processes, with a focus on good outcomes for vulnerable customers.
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Key Responsibilities Recap
- Customer Advocacy & Financial Guidance: Offer tailored forbearance options while upholding brand values.
- Regulatory Compliance: Adhere to DPA, CCA, FCA, and GDPR standards.
- Risk Management: Identify and mitigate risks related to vehicle retrievals and breaching agreements.
- Collaboration: Work closely with Risk, Underwriting, and Legal teams.
- Proactive Account Review: Anticipate and resolve potential financial issues.
- Default & Incident Management: Ensure appropriate documentation and compliance for default notices.
Skills & Experience
Essential
- Industry Experience: Background in collections, customer services, or financial services (finance/retail focused).
- Compliance Knowledge: Understanding of FCA, Consumer Duty, GDPR, Money Laundering, and vulnerable customer regulations.
- Communication & Administrative Skills: Strong ability to sensitively document and balance customer needs with regulatory requirements.
- Analytical Thinking: Objective approach to financial difficulties and risk assessment.
- Organisational Skills: Must meet deadlines and maintain attention to detail.
Desirable
- Experience working with potentially vulnerable customers.
- Ability to process HPI reports and work with external stakeholders.
- Familiarity with vehicle ownership verification and default management.
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Interpersonal & Cultural Fit
- Team Collaboration: Commitment to open, responsible, and transparent communication.
- Problem-Solving: Proactively identify trends and suggest improvements.
- Empathy & Respect: Dedication to valuing diverse backgrounds and fostering inclusivity.
Compensation & Benefits
Our client offers: ✔ Competitive hourly wage plus annual performance-related bonus. ✔ 35 days’ annual leave (inclusive of bank holidays). ✔ Free on-site parking. ✔ Subsidised restaurant. ✔ Hybrid working model, allowing flexibility between remote and in-office.
** Company Culture & Values**
The core values guide their ethos and daily collaborations:
- Openness – embrace change, learn from mistakes, and act with integrity.
- Responsibility – align decisions with company goals, build trust, and improve teamwork.
- Appreciation – respect colleagues, offer constructive feedback, and celebrate success.
- Transparency – address concerns proactively with a constructive approach.
- Trust – rely on one team to achieve goals swiftly.
- Diversity – capitalise on diverse perspectives to drive innovation and competitiveness.
Diversity & Inclusion
The company is committed to an inclusive workplace focusing on: 🔹 Equality in opportunities – fair recruitment and progression. 🔹 Protection against discrimination – fostering a respectful workplace. 🔹 Diverse workforce – enhances performance, effectiveness, and creativity. 🔹 Key inclusive pillars:
- Gender, age & experience
- Physical & mental abilities
- Sexual orientation & identity
- Cultural backgrounds
Join a forward-thinking, customer-centric team that values collaboration, compliance, and empowerment. Apply today and be part of shaping the future of mobility.
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